Michelle Wade, Head of Retail

9 April 2015

Wales’ largest building society appoints new Head of Retail

Principality Building Society has strengthened its branch network with the appointment of Michelle Wade as its new Head of Retail.

In the role with Wales’ largest building society, Michelle, will be in charge of 53 branches in Wales and the borders.

She has 26 years’ experience at RBS, having worked in a number of roles, notably the position of Regional Director, where Michelle was responsible for around 55 branches for RBS in the south and west of England for seven years.

Michelle was also a Regional Manager at RBS in the north and west of England and worked in HR to create and implement its Learning & Development strategy.

Michelle, who lives in Quedgeley, Gloucester, said: “I am delighted to join Principality, which has the community right at the heart of the organisation. It is a mutual society, which means there are no shareholder interests to satisfy – we are in business solely for the customer’s benefit. 

“Coming from a stakeholder driven company it was very appealing to work for a business that is focussed on the best interests of customers, wants to grow, wants to be successful and is highly recommended for its service. That’s what made me join Principality and that is what I will continue to focus on in the role.”
Principality was named the most recommended savings provider in Wales* for the second year running in 2014 and this is something that Michelle, who will be based within the retail network, wants to continue. 
Michelle added: “We have a strong branch network that spans across the whole of Wales and the borders. I want to be at the heart of that network and will be based in Queen Street branch in Cardiff, our flagship branch and frequently be travelling around the network so I can meet customers and listen to their concerns on how we can improve further.  

“Our customers’ needs are constantly changing and we need to ensure we maintain loyalty by delivering the products, service and experience that makes people want to recommend us.”

Damian Thompson, Principality’s Director of Distribution, said: “We are delighted to welcome Michelle as head of our branch network. Michelle’s in depth knowledge of the wider market, supported by her vast experience will help us to grow our customer offering and ensure our services are fulfilling the needs of our customers. 
“I am confident that she will help us to build upon our commitment to provide a first class, face-to-face service for the people of Wales and the borders.” 

Michelle, who is originally from Mansfield, is married and has two step-children. 

*Source:  GfK NOP Financial Research Survey (FRS), 12 months ending December 2014, NPS measure of 2,357 Welsh savings account customers. Competitor list includes the following: Barclays, Halifax, HSBC, Lloyds Bank, NatWest, Nationwide, NS&I, Santander, TSB

Published: 09/04/2015